You are eligible to open a certain amount of critical tickets once you sign up for the paid support plan. You could buy one from our support portal.
When you are experiencing critical impact on your business or severe drops in traffic, we recommend that you open a critical ticket to get more timely response.
While we help resolve critical cases as quickly as possible, you are expected to provide adequate resources and assign appropriate permissions to Alibaba Cloud. To be most efficient, you are expected to reply promptly to any contact from Alibaba Cloud.